AccountId: 011433970860
ContactId: c8f53b75-b835-4af7-8a3f-1775345a9e3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218039 ms
Total Talk Time (AGENT): 68019 ms
Total Talk Time (CUSTOMER): 109855 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/c8f53b75-b835-4af7-8a3f-1775345a9e3d_20250328T14:23_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi I am trying to log in or create an account to log in to our account so I can pay our bill and all the information I put in doesn't seem to match whatever you guys have on file just wondering if you could tell me what email address you guys have on record for our account.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sure, I can assist you. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yep, it's [PII] and it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Miss. [PII]. And you're calling from providers group, personal?
[CUSTOMER][NEUTRAL] Um, a group.
[AGENT][NEUTRAL] OK, thank you. May I have the group number? Yes, please.
[CUSTOMER][NEUTRAL] Do you need our group number?
[CUSTOMER][NEUTRAL] Yep, 24634.
[AGENT][NEUTRAL] OK, thank you. Hold on a moment.
[AGENT][NEUTRAL] Alright, may I have the name of the group and the mailing address on file?
[CUSTOMER][NEUTRAL] Uh, it's the Wood Creek Club.
[CUSTOMER][NEUTRAL] And you should have um 9:41.
[CUSTOMER][NEUTRAL] Hold on, I'm just pulling up a bill.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Do you know who's the main contact person of the group?
[CUSTOMER][NEUTRAL] That's what I'm trying to figure out. I thought it was [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, but when I put in her, her information to create an account so I can go online and pay the bill, it says nothing's matching so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I would assume it was was her she's the uh.
[CUSTOMER][NEUTRAL] She's the one who handles all of that so.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You might have [PII].
[AGENT][NEUTRAL] Anybody else that you may think of?
[CUSTOMER][NEUTRAL] He's the owner.
[CUSTOMER][NEUTRAL] I mean I can just start rattling off employee names but if it's not [PII] the owner or [PII] there's there's [PII], there's [PII], there's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, you said uh.
[AGENT][NEUTRAL] What's the last name of [PII]?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's gonna be the contact person.
[CUSTOMER][NEUTRAL] Oh yeah, she said she doesn't have a sign in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's weird.
[AGENT][NEUTRAL] Um, so if, um, if I can get her on the phone, I can give you the information to go in.
[CUSTOMER][NEUTRAL] OK, yeah, she's at she's at that office at [PII], so I will email her and.
[CUSTOMER][NEUTRAL] Let her know that she's the contact I'm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Out of the loop on it all they just asked me to go online and.
[CUSTOMER][NEGATIVE] Pay it yet nobody seems to know what the sign on is so.
[AGENT][NEUTRAL] I'm so sorry, but yeah, I just have Ms. [PII] call us. Mhm.
[CUSTOMER][NEUTRAL] So it's her, it's her email address?
[AGENT][NEUTRAL] I cannot, I cannot give no information unless I speak to her and get her authorization or permission to release information. Yeah, I'm sorry.
[CUSTOMER][POSITIVE] OK, I will, yep, you're good. I will, I will plug in her email address and see if that allows me to create one and then if not I will email her. I appreciate it thank you.
[AGENT][NEUTRAL] It's
[AGENT][POSITIVE] You're welcome. No problem. Is there anything else I can help you with today, Miss. [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Yeah, OK, you're welcome and thank you for calling APO. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.